VBA Voice

The ultimate customer support solution for your communication pathway

Live Chat + IVR + Notifications

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Transcend Customer Support with VBA Voice

VBAVoice, powered by Twilio, delivers the power and convenience of an Intuitive Voice Response (IVR) application, Live Chat and Push Notifications with real-time integration to VBAGateway through a cloud-based solution. Through a connection to VBAGateway, critical information like provider eligibility, claims, authorizations, enrollment and member eligibility are accessed with rapid speed.

The combination of IVR, Live Chat and Push Notifications supports payer customer service operations by reducing call volume for simple transactions, therefore reducing administrative costs and overhead while providing customers with their preferred methods of communication.

Meet Your Clients Where They Are

Members, providers, brokers and employers expect immediate personalized service and support, integration with standard and non-standard plans, instant answers and reliability – all accessible through their preferred medium, whether text, email, phone or mobile app.

VBAVoice provides an omnichannel experience, allowing users to interact with their healthcare partners, access critical information and make informed decisions on their time and on their terms.

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VBA Voice Key Features and Functionality

Live Chat

VBAVoice’s Live Chat is an instant messaging solution between the payer administrator and portal user that allows users to directly communicate inquiries with the support team. As one-third of the VBAVoice omnichannel solution, Live Chat delivers immense value to both the user and the administrator.

Key Benefits:
  • Reduced Expenses
  • Increased Productivity
  • Improved Customer Experience

VBAVoice Intuitive Voice Response (IVR), a cloud-based solution powered by Twilio, allows members to conduct transactions, acquire data and solve issues on their own. As one-third of the VBAVoice omnichannel solution, IVR delivers immense value to the user, provider and the administrator.

Key Benefits:
  • Reduced Administrative Costs
  • Strategic Customer Support
  • Empowered Self-Service

VBAVoice Notifications give administrators the ability to instantly apprise members of critical information anytime, anyplace through email or text. As one-third of the VBAVoice omnichannel solution, Notifications deliver immense value to the user and the administrator.

Key Benefits:
  • Constant Connection
  • Inform Members

Learn more about what VBAVoice offers

Immaculate Communication

Experience a 99.95% uptime; made possible with automated failover and zero maintenance windows. Constant connectivity through instant mobile push notifications.

Convenient Integration

VBAVoice integrates with VBAGateway to facilitate rapid user access to critical information anytime, anyplace through Live Chat, email and text push notifications.

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Increased Efficiencies

Use IVR to reduce calls for simple transactions like verifying eligibility, claims and authorization, allowing customer service operations to focus on more complex interactions.

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Economical Evolution

Reduce administrative costs and evolve your business without the additional overhead.

Optimal Productivity

The Live Chat functions boost customer service productivity by up to 5x, allowing representatives to comfortably assist multiple customers simultaneously.

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Customer Loyalty

Reports show that Live Chat is now the preferred method of customer communication; promote customer loyalty by delivering the most convenient experience possible.